Director of Customer Services

Director of Customer Services- NYC Based

Hybrid

New York, New York, United States

Description

Location: New York, NY (3-days in-office)

Who We Are:

Hi! We’re Carbyne and we are on a mission to help Public Safety Agencies save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings operational improvement and game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries worldwide, and partner with Amazon, Microsoft, AT&T and others to deliver life-saving technologies. Want to join our mission-driven team? Read on. 

 

About the role: 

We seek an innovative Director of Customer Services to join our mission-driven team and spearhead efforts to elevate Carbyne’s customer experience to new heights. In this role, you will oversee a diverse global team, develop cutting-edge support strategies, and ensure seamless service delivery for public safety agencies relying on Carbyne’s technologies. If you’re a proactive, results-oriented leader with a strong technical background and a passion for solving complex challenges, this role is for you.

Here’s what you’ll be working on: 

• Technical Leadership- Guide and mentor a global customer support team, offering strategic direction and hands-on technical expertise to boost performance and achieve key performance indicators (KPIs).
• Strategic Planning- Develop and execute scalable roadmaps to meet customer and business goals, focusing on innovation, efficiency, and long-term growth.
• KPI and Goals Management - Define, track, and optimize key performance indicators (KPIs) and departmental goals to ensure alignment with business objectives and drive measurable success.
• Process Optimization- Architect and implement advanced support methodologies and technologies to enhance customer satisfaction (CSAT/NPS), reduce resolution times, and improve team productivity.
• Cross-Functional Alignment- Drive collaboration with R&D, Network Operations Center (NOC), and product teams to resolve complex issues and ensure seamless solutions.
• Data-Driven Insights- Leverage analytics to identify trends, optimize performance, and provide actionable recommendations to senior leadership.
• Service Reliability- Define and uphold rigorous SLAs, ensuring reliability and exceeding service expectations through proactive strategies.
• Crisis Management- Act as a key escalation point for critical issues, applying deep technical expertise to resolve high-priority challenges effectively.
• Customer Advocacy- Champion the customer’s voice in organizational strategy and product development, driving a customer-centric approach.
• Innovation- Lead the adoption of AI-driven tools and proactive monitoring solutions to anticipate and prevent customer issues, positioning support as a strategic advantage.

Requirements

• Experience: 9+ years in customer support or technical operations, with at least 5 years in a senior SaaS leadership role, managing global teams and achieving impactful results.
• Technical Proficiency: Must have - extensive hands-on expertise in SaaS, cloud computing (AWS), network services, contact center technologies, and advanced monitoring tools.
• Leadership: Proven ability to lead and mentor global teams, foster a collaborative, high-performing culture, and develop a talent pipeline for long-term success.
• Customer-Centric Strategy: Successfully align operations with customer needs by developing SLAs, KPIs, and proactive monitoring systems to exceed expectations.
• Problem Solving: Strong analytical skills and a hands-on approach to resolving complex challenges, leading crisis responses, and ensuring rapid resolutions.
• Strategic Thinking: Expertise in crafting and executing long-term support strategies, leveraging data insights to identify trends, forecast needs, and drive operational improvements.
• Global Collaboration: Skilled in managing distributed teams across regions and time zones, ensuring 24/7 operations and alignment with organizational goals through cross-functional partnerships.
• Innovation: Demonstrated success in driving change through AI-driven solutions, predictive analytics, and adoption of advanced systems to enhance customer support processes
• Customer Advocacy: Effectively represents the customer’s voice in product development and strategic planning, driving customer-centric outcomes and operational excellence.
• Travel: Ability and willingness to travel up to 25% as required.

Benefits

• Comprehensive medical, dental, and vision insurance
• 401K, matching up to 4% of your salary
• Parental Leave Policy
• Unlimited vacation days
• Sick days
• Stock options 
• Health and Wellness Benefits

Our Promise:

Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offenses, or any other basis protected by applicable law.  We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

Note: We are unable to support employment visas at this time.

The pay range for this position in New York City is $150,000 - $180,000 + equity + benefits (including medical, dental, vision and 401K). Base pay offered may vary depending on job-related knowledge, skills, and experience.